May 5, 2015 |

Improving the Federal Customer Experience: Feedback vs. Measurement in Digital Government

For over 20 years—starting with the Government Performance and Results Act of 1993 (GPRA) to the recent customer service cross-agency priority goals—federal agencies have been grappling with tactics and strategies to improve their performance in delivering customer service to citizens. In the latest ForeSee E-Government Satisfaction Index, we pay special attention to the concept of performance measurement as it relates to digital government channels. Performance is often measured by what happened in the past. But to improve performance, you need to go beyond what happened in the past to help determine where and how to improve.   Read More

Categories: Government
March 12, 2015 |

7 Steps to Successful Government Customer Service

In the public sector, anyone who is part of a team or program charged with delivering a great web experience, a positive interaction with citizens or potential donors calling your contact center or the developer who writes lines of code with the objective of allowing customers to access relevant, up-to-date information can be recognized as a customer experience professional. But meeting the needs and expectations of today's multichannel, multi-device consumers of information can be challenging. So how can public sector customer experience professionals keep up with the ever-increasing expectations of their customers? Read More

Categories: Government
February 19, 2015 |

Achieving Customer Experience Excellence in Digital Government

It takes a village to deliver a great customer experience. Today’s release of The ForeSee E-Government Satisfaction Index (Q4 2014) highlights the importance of consistency in customer service for government agencies and outlines steps government customer experience professionals can take to achieve customer experience excellence with today’s multichannel, multi-device citizens. The report also reveals citizen satisfaction scores for 100 federal department, agency and program websites and the latest ForeSee Mobile Federal Government Benchmark. Read More

Categories: Government
November 6, 2014 |

Digital Government: Making Customer Experience a Priority

Today’s release of the ForeSee E-Government Satisfaction Index (Q3 2014) marks the 44th consecutive quarter ForeSee has been reporting on citizen satisfaction with government websites. Each quarter, the Index reports citizen satisfaction with federal government department, agency and program websites-and in Q4 of 2013, we expanded the Index to highlight mobile scores. The report serves as performance benchmark for digital government leaders and helps them understand performance from the citizen’s perspective. Read More

Categories: Government
September 4, 2014 |

Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens

For over 10 years, ForeSee has been measuring and reporting on citizen satisfaction with the digital government experience. In that time, we’ve seen technology evolve – and with that comes... Read More

Categories: Government
February 28, 2014 |

ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark

The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report This quarter’s aggregate score for e-government websites (74.6 on the Index’s 100-point scale) is down slightly from last... Read More

Categories: Government